Sherpa uses a warning system to manage breaches of its quality, safety, service and conduct standards. Depending on the type or number of warnings received, a driver may progress to the deactivation process.
For more information, see How does the warning system work?.
Preliminary Deactivation
If you receive a Preliminary Deactivation Notice, it will explain the reason for the deactivation and when it will come into effect.
In ordinary circumstances, you will be given at least 48 hours before the deactivation takes effect. During this time, you can respond to the notice and request a discussion with a Sherpa representative.
You also have the opportunity to appeal. You can learn more about how the appeal process works here: What is the Sherpa Driver Appeal Process? How do I appeal a Warning?.
A Sherpa team member will review your response before a final deactivation decision is made. The decision will not be made solely by an automated process or algorithm.
Immediate Deactivation
In some serious circumstances, Sherpa may take immediate action, including suspending or deactivating your access without first issuing a warning.
This may occur where there is:
- serious misconduct;
- fraud or dishonest conduct;
- an immediate health or safety risk;
- loss of a licence or accreditation required to perform deliveries;
- misuse of unauthorised technology, software, apps, bots or automation tools;
- a cyber-security, platform-security or data-security risk; or
- conduct that has been referred to a law enforcement or regulatory agency.
These situations may require immediate action to protect customers, drivers, the public or the Sherpa Platform.
Final Deactivation
Unless your appeal review has been completed within the 48-hour Preliminary Deactivation period and the outcome is successful, your access to the Sherpa Platform will be automatically deactivated once the 48-hour period ends.
If your review is still in progress when the deactivation takes effect, the review process can continue while your account remains deactivated.
If the outcome of the review is that your access should be reinstated, Sherpa will restore your access in line with the applicable appeal process timelines.
Where the Contractor Agreement's deactivation process applies, a Sherpa team member will consider your response and any relevant information as part of the review process.